Volkswagen Group of America, Inc

*** ***:We apologize you are disappointed with our response. We have thoroughly investigated this matter and this is our position. Please visit www.safercar.gov for further information. If you should experience any additional concerns with your vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment. Should there be additional information regarding your vehicle’s service history that you would like us to consider, please contact Customer Resolution & Retention at ###-###-#### (ext***) or ***@vwgoa.com.Thank you, Laura S.Customer Resolution and RetentionArbitration Specialist Volkswagen Group of America, Inc.Ph###-###-#### ext***Fax ###-###-####mailto: ***@vwgoa.com Confidentiality Notice: This message (including any attachments) is intended exclusively for the individual or entity to which it is addressed. If you are not the named addressee, you are not authorized to read, print, retain, copy or disseminate this message or any part of it If you have received this message in error, please notify the sender immediately by e-mail and delete all copies of the message

***: I apologize *** *** is unhappy with our response. After reviewing the repair history of *** ***'s A3, the decision will remain unchanged. If the customer is still experiencing a radio concern, please have him work with his local authorized dealership to ensure proper diagnosis and/or repair. Thank you, Laura S
Customer Resolution and Retention
Arbitration Specialist
Volkswagen Group of America, Inc
Ph###-###-####
Fax ###-###-####
mailto: ***@***.com
Confidentiality Notice: This
message (including any attachments) is intended exclusively for the individual
or entity to which it is addressed. If you are not the named addressee,
you are not authorized to read, print, retain, copy or disseminate this message
or any part of it If you have received this message in error, please
notify the sender immediately by e-mail and delete all copies of the message

August 27, 2014
Dear *** ***:Thank you for your letter dated August 20, Audi appreciates the opportunity to respondWhile we understand the customer's frustration; unfortunately, the *** Traffic subscription is not transferable to subsequent ownersSince this vehicle was purchased used, the previous traffic subscription would not be eligible to transferIf the customer does have an active account with ***, he can see if there are any exceptions they can make regarding the transfer.Sincerely,Leslie C
Customer Resolution & Retention

If I had maintained my old vehicle and fixed the problem you would have had no choice but to reimburse meI write contracts for a living and any contract is able to be modifiedThis is un acceptable because I have to deal with a car payment that is double what I was already paying on my old car*** knew there was a recall on the car at least two months before sending out the notice because recall diagnosis is not done in the same month that you notify the customersYour system should have tracked the recall when I brought the car into be fixdollar gift card to buy *** products is not an acceptable way to fix the problem for a loyal customer nor a disabled veteran

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Complaint: ***
I am rejecting this response because:I have sent in the following response to Kimberly proving ownership of the vehicle through requested registration document (I also attached to this response) I am now awaiting the decision to cover this repairEmail response sent 8/16:
Hello Kimberly,
Please find a copy of my vehicle's most recent registration as requested and as proof of ownership. There are no relevant repair receipts to include and no further ownership information that I have for you--this will be the entirety of my submission. Please process this claim accordingly so that the headliner is repaired and ensure that these faulty headliners are addressed in later modelsI will forward this on to Revdex.com as well if needs beBest regards,
***

July 21, 2015Dear Revdex.com:This will acknowledge receipt and response to your correspondence dated July 16, regarding the customer's Volkswagen ***We sincerely apologize for any service-related difficulties they may have experienced with their vehicle
Each customer situation is evaluated on an individual basis with consideration given to many factors such as service history, the vehicle's age and mileage, compliance with our scheduled maintenance requirements, type of repairs, and applicable state statutesTaking this information into consideration, Volkswagen of America, Inc("Volkswagen"), an organizational Unit of Volkswagen Group of America, Inc., has determined that the situation does not merit a settlement offerPlease be assured that Volkswagen fakes a broad and liberal view when helping owners to be satisfied with their Volkswagen driving experience but we are not able to assist in all casesVolkswagen will continue to work within the terms of any applicable warranties to address any verifiable concernsIf the customer is still experiencing concerns with the vehicle, please have them contact an authorized Volkswagen dealership to schedule a service appointmentSincerely,
Adrian G
Customer Resolution and Retention

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because: I have called the departments you are referring to and got nothing but min plus hold times, refusal to address my concerns, numerous call drops with no call backsAs it stands you guys lied and stole my money so an im sorry with not duePlease give me the money thats owed or I will continue with legal action
***
*** ***

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Complaint: ***
I am rejecting this response because:
Volkswagen should pay the higher of the two bills since the $bill they covered were the actual charges based on the correct services and *** *** cost were incorrect*** *** states a completely different story than VW of America showing both companies are not on the same pageVW of America should pay the *** *** invoice number *** and I should pay the *** invoice *** since the *** invoice was the actual services needed to fix the problem, the amount I would have paid if the problem was correctly fixed the first time
Regards,
*** ***

Hello,Volkswagen of America has been working with directly to the customer to resolve the concerns.Thanks,
Kimberly L***Customer Resolution and
RetentionArbitration SpecialistVolkswagen Group of America,
Inc.*** *** ***, Mail Stop **Auburn Hills, MI ***Ph###-###-####Fax
###-###-####Email to: ***@vw.com

pre-wrap;">Revdex.com Case: *** ###-###-####
Fax RE: Volkswagen ***
E-Mail Case:***-***-***
VIN: ***
November 18, Date
Dear Ms***:
This will acknowledge receipt and response to the Revdex.com complaint regarding your Volkswagen ***We sincerely apologize for any service-related difficulties you may have experienced with your vehicleWe have been in touch with *** Volkswagen regarding the Daytime Running Light (DRL) concern, as we rely on our authorized Volkswagen dealership for technical information pertaining to customer vehiclesThe dealership has stated this is a bulb concern, which is not covered under the manufacturer’s warranty for Certified Pre- Owned vehicles, such as yoursPlease be assured that Volkswagen takes a broad and liberal view when helping owners to be satisfied with their Volkswagen driving experience but we are not able to assist in all casesVolkswagen will continue to work within the terms of any applicable warranties to address any verifiable concernsIf you are still experiencing concerns with the vehicle, please contact an authorized Volkswagen dealership to schedule a service appointmentSincerely,
Laura S
Customer Resolution & Retention
Volkswagen of America, IncCustomer CARE *** *** **Auburn Hills, MI Phone +*** *** *** Fax +*** *** *** www.vw.com

July 23, Dear *** ***:Audi of America, Inc(Audi) is in receipt of *** ***'s claim regarding the Audi Care Plan for her Audi **Audi appreciates the opportunity to respond, Audi understands that on August 5, 2011, *** *** purchased her vehicle used and the
original in-service date of the vehicle is May 31, Audi also understands that on July 14, 2014, *** *** attempted to obtain from an authorized Audi dealership the 75,miles maintenance service for her vehicle and was informed that the contract had expiredPlease note that the terms of the Audi Care Plan contract, signed by *** ***, clearly indicate that "any scheduled maintenances not completed within seven years from the original vehicle in-service date are excluded.”Audi apologizes that it will not be able to meet *** ***'s expectations for a refund of the cost of the plan.If *** *** has any further questions or concerns, she may contact Audi Customer Support at 1-800-822--Sincerely,Leslie C***Custormer RestilutityTi & Retentiayn

From: *** *** Date: Tue, Oct 6, at 11:AMSubject: RE: *** - ***To: *** *** ***
Hello *** Below is our response to the customer. Dear Mr***, We have received the complaint filed with the Revdex.com regarding your vehicleYour request for the repurchase of your vehicle as a result of the news regarding emissions on affected TDI vehicles is being reviewed by our Customer Resolution and Retention Team for further analysisWe regret that you have concerns that have led you to engage the Revdex.com, but assure you that your request will receive our thorough and detailed attention. Volkswagen of America values you as a customerThe trust of our customers and the public is and continues to be our most important assetWe at the Volkswagen Group will do our best to justify the trust that so many people have placed in us. Please note that on September 18, the United States Environmental Protection Agency (EPA) issued a press release stating "Car owners should know that although these vehicles have emissions exceeding standards, these violations do not present a safety hazard and the cars remain legal to drive and resell" Volkswagen of America Incwill follow up with the Revdex.com once our evaluation is complete In the event that the evaluation is delayed for any reason, please know that we will contact you to keep you informed. Best Regards, Customer Resolution and Retention *** ***
*** *** *** ***
*** ***

April 27, 2017*** *** *** *** *** *** Natalia, TX ***RE: Volkswagen *** Case: *** / VIN: ***Dear *** ***:This is in response to the Revdex.com complaint submitted on 4/24/relating to the TDI Class Action Settlement Program
Your request has been escalated to the Customer Resolution & Retention Team for further analysisWe regret that you have concerns that have led you to engage with our team, but we assure you that your request will receive our thorough and detailed attention.I have reached out to the correct department to make sure your concerns were being addressedThe department handling the TDI Settlement Program advised that they have submitted an IT ticket (***) as of 4/26/This ticket was generated to have the remaining funds sent to the claimantWe apologize that it had to get to this point.To speak to someone concerning the TDI Settlement Program, we must refer you to the Customer Support Team at 844-98-CLAIM (844-982-5246), as this is the team that was created to handle the TDI Class Action Settlement processThey have access to the information relating to your case and will be able to provide any updates for the IT ticket number referenced above.Volkswagen values you as a customerThe trust of our customers and the public is and will continue to be our most important assetWe at the Volkswagen Group will do our best to justify the trust that so many people have placed in usOnce again, we apologize for any inconvenience you have experienced.Best Regards,Ryan H

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This is just a form letter responseVolkswagen has yet to show me in any way how they care about customersVolkswagen remains silent, and refuses to help its customersI am now stuck with a worthless car, and Volkswagen apparently chooses to do nothing about it.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:when my vehicle was rendered unusable and I contacted volkswagon I was told over and over again, by several vw repsto hang onto my receipts as I would qualify for trip interruptionAt the time I also had ***if I had not been told by volkswagon that I would be covered for trip interruption I would have used tmy *** to tow my vehicle and I also would've went through ***"s trip interruption I was going by what I was told from volkswagon representatives that I would be coveredThis was used in my determination as to use vollkswagon roadside assistance rather then use my other coverage of ***I am very disgusted and how volkswagon is handling this situationI would've never even been in the situation if the maintence that was done to my volkswagon by a volkswagon dealership were done correctlynone of this was my fault it was caused by volkswagon and I should not have to pay for their mistakesI have been a loyal customer of volkswagon have owned this vehicle and another vehicle and this is the treatment that they give youFirst I am lied to about the emissions of my diesel vehicle and there still is no conclusion on that and now this is happened shame on volkswagonYour representatives told me that I was covered for trip interruption you cannot walk that backIf I was not going to be covered they should have known that and I would've went with my ***,not put me under the falsehood that I would be covered
Regards,
Lauren W***

Hello *** ***,
Volkswagen of America Group understand your frustration with the emissions compliance situation that has occurredI assure you that we do value you as a customer and we are working diligently with the appropriate agencies and departments to find a remedy for all of the vehicles that have been affected as quickly as possibleYou will be receiving correspondence from our Customer Resolution and Retention team regarding your request and Volkswagen will keep you updated as new information is availableThank you,
Customer Resolution and Retention

On behalf of Volkswagen of America, Inc., (“Volkswagen”) an organizational unit of Volkswagen Group of America, Inc., this letter will acknowledge receipt and respond to your Revdex.com correspondence dated 5/10/We sincerely apologize for any inconveniences you may have experienced with the
*** Settlement process.This case has been reviewed by multiple departments within the organizationWe encourage you to continue working with the departments that you have already contacted, as they are in the best position to answer your questionsPlease reference *** *** *** *** * *** *** *** *** *** * *** *** * ***.For additional information relating to the *** Settlement Program, please visit the website ***, as it has the most up-to-date informationTo speak to someone concerning the *** Settlement Program, we must refer you to the Customer Support Team at *** *** ***, as this is the team that was created to handle the *** Class Action Settlement process and they have access to the information relating to the programWe apologize we could not be of more assistance; however we do appreciate the opportunity to respond.Best Regards,Ryan H*** *** * ***

Volkswagen GTI ***@vwgoa.comE-Mail Case: *** - *** VIN: *** April 17, 2017DateDear *** ***:This will acknowledge receipt and response to your Revdex.com correspondence dated 4/13/regarding your Volkswagen GTIWe sincerely apologize for any service-related difficulties you may have experienced with your vehicle.Volkswagen Group of America has reviewed this case once moreThis case has been reviewed by multiple departments at various levelsVolkswagen’s position remains that we are willing to offer trade assistance towards a new vehicleAlso, we have been made aware that *** Volkswagen made a fair offer to purchase your vehicle with some assistance from Volkswagen of America.Please be assured that Volkswagen takes a broad and liberal view when helping owners to be satisfied with their Volkswagen driving experience but we are not able to assist in all cases.Volkswagen will continue to work within the terms of any applicable warranties to address any verifiable concernsIf you are still experiencing concerns with the vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment.Once again, we apologize for any inconvenienceWe appreciate the opportunity to reply.Sincerely,Ryan H

August 30, 2016Laura S.Customer Resolution and RetentionArbitration Specialist Volkswagen Group of America, Inc.Ph###-###-####Fax ###-###-####mailto: ***@vwgoa.com Confidentiality Notice: This message (including any attachments) is intended exclusively for the individual or
entity to which it is addressed. If you are not the named addressee, you are not authorized to read, print, retain, copy or disseminate this message or any part of it If you have received this message in error, please notify the sender immediately by e-mail and delete all copies of the message. This will acknowledge receipt and response to the Revdex.com complaint that was filed on 8/22/regarding your vehicleWe sincerely apologize for any service-related difficulties your client may have experienced with thevehicle.We have thoroughly reviewed the service history of your vehicleUnfortunately, Volkswagen of America, Inc("Volkswagen"), an organizational unit of Volkswagen Group of America, Inc., has determined that the history does not merit a settlement offer.Although we were not able to provide a favorable response, we appreciate you allowingus the opportunity to respond

Dear *** ***:
This
will acknowledge receipt and response to your correspondence received from the
Revdex.com dated 6/2/regarding your ***We sincerely apologize for any service-related
difficulties you may have experienced with the
vehicle
We
have thoroughly reviewed the service history of your vehicleUnfortunately,
Volkswagen of America, Inc(“Volkswagen”), an organizational unit of
Volkswagen Group of America, Inc., has determined that the history does not
merit a settlement offer, as the vehicle is outside warranty due to mileage
Although
we could not provide a favorable response, we appreciate you giving us the
opportunity to respond
Regards, Laura S.Customer Resolution and RetentionArbitration Specialist Volkswagen Group of America, Inc.Ph###-###-####Fax ###-###-####mailto: ***@vwgoa.com